KUALA LUMPUR, Federal Territory of Kuala Lumpur, MY, 50470
Customer Service Officer - Inbound Call CenterJob Summary
As a Customer Service Associate, the role is responsible for delivering the Allianz Experience at every interaction. He/She will live up to Allianz Values in delivery service to customers, agents, and colleagues, and is very passionate about understanding customers, knowing their needs and expectations, and working towards exceeding them.
Key Responsibilities
Be the face of Allianz - possess strong focus on customer experience; deliver high quality standards and service level to serve the existing customer to handle accident (and road side assistance) and other inquiries via phone calls including emails, mails, faxes, and/or social media within the agreed TAT and with the objective of achieving the highest level of customer satisfaction.
Responsible for providing first contact resolution (FCR) when possible by providing basic troubleshooting and offering appropriate alternatives. When it is not possible, own customer's complaints and work closely with respective problem owners to drive resolution.
Responsible for performing proper escalation including unresolved complaints to the respective unit or Customer Feedback Center for resolution and adhere to Allianz's Complaint Governance.
Perform other on and off telephone tasks including but not limited to taking messages, call transfer and hold, providing call backs and follow-up calls; reporting and responding in a timely manner to ensure customer satisfaction.
Participate in customer onboarding including but not limited to Claims onboarding; survey calls etc.
Proactively recover service lapses to promote customers' loyalty.
Capture customer feedback and systematically escalate them to the respective person-in-charge for review and action.
Proactively educate customers on our services available on the customer portal or any other relevant platforms which could benefit customers.
Compliant with company's standards and policies; as well as regulatory guidelines.
Continuously and proactively improve on product knowledge for Allianz Life and General.
Maintain confidentiality of all information according to data privacy requirements.
Undertake other duties and assignments assigned by the management as and when required.
Key Requirements
Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, in any field.
Fresh Graduates are encouraged to apply.
At least 1 year(s) of working experience in the related field is required for this position. Proven experience as call center staff or relevant position.
Able to speak and write fluently in English, Bahasa Malaysia, and Mandarin (as this role requires supporting Mandarin speaking customers & agents).
Active listener with excellent communication, interpersonal, and rapport building skills.
Sound judgement and critical thinking.
Outstanding organizational, strong time management, and multitasking abilities.
A patient and empathetic attitude.
Adaptability and flexibility.
Applicants must be willing to work in Plaza Sentral, KL Sentral.
Preferably Entry Level (Fresh Grads) / Junior Executives specializing in Customer Service or equivalent.
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love, or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability, or sexual orientation.
Note: Diversity of minds is an integral part of Allianz's company culture. One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities, and geographies. Therefore, the company encourages its employees to have motivation in gaining varied skills from different positions and to collect experiences from across Allianz Group.#J-18808-Ljbffr